To give some context: (You may note the previous complaint regarding this vehicle - don't have the ref number, apologies!)The car was noticed to have a sudden jerky movement when moving from electric to petrolThe car went in service along with a request to investigate thisWe were told the ERAD needs replacing, including the motor. This was noted as a red item needing immediate attentionThis was the third time ERAD has failed on this carAll service done from Lookers Volvo StockportAll previous ERADs replaced from Lookers Volvo StockportVolvo contacted due to repeated ERAD failure, Volvo contributed 60% to the repair with a life time warranty on the partsChecked with service team, whether it is safe to drive the car, replied this will not improve over time and should it fail completely it will result in a breakdown and hence repair was recommendedCourtesy car provided - XC 40 (5 seater, Petrol)After waiting for 2 months, contacted Volvo Stockport on 25/03Volvo Stockport replied part is on VOR orderon 13th of April Volvo Stockport contacted and requested to escalate to Main Volvo UK parts teamNo response - 8th of May - Contacted again - still no response11th May sent a letter to Lookers Stockport and Volvo UK"We are writing to formally escalate our complaint regarding the ongoing and unreasonable delay in the repair of our Volvo XC90. Our original complaint was submitted on 13 April, yet we have still not received a formal written response despite repeated follow‑ups. This lack of communication is unacceptable.The repair was authorised on 13 January 2026, and the vehicle has remained at your Stockport garage for an extended period. Each time we have attempted to obtain updates by phone, we have been told only that the part is on back order, with no clarity on when this information was received or what steps have been taken to chase it. On several occasions, it has been impossible to reach the service department at all, and promised call‑backs have not materialised.We understand the delay in sourcing ERAD parts is with the supplier, but as the authorised Volvo retailer, you're responsible for ensuring customers aren't disadvantaged. At present, that responsibility is not being met.The courtesy vehicle provided is a 5‑seater petrol car, unsuitable for our needs. Our XC90 is a 7‑seater plug‑in hybrid, and the downgrade has caused significant and ongoing hardship. Under the Consumer Rights Act 2015, repairs must be carried out within a reasonable time and without causing significant inconvenience. The current situation falls far short of this requirement.The courtesy vehicle arrangement has resulted in material inconvenience and financial detriment, including:Inability to travel as a family of seven in one vehicle, forcing us to take two cars for routine journeys and family commitments.Increased logistical burden and additional travel time.Higher fuel costs due to the loss of our plug‑in hybrid system and ability to use cheap‑rate electricity and solar power.Additional wear and tear on our second vehicle.Reduced family mobility and disruption to weekend plans.These impacts are substantial and ongoing, and clearly demonstrate that the courtesy vehicle provided is not a like‑for‑like replacement and does not meet the standard required under the Consumer Rights Act.We have also raised concerns about the vehicle being left idle for months. We require written confirmation of how the vehicle is being maintained to prevent deterioration, including battery care, tyre rotation, fuel management, brake condition, and prevention of corrosion.To resolve this matter without further escalation, we require:A like‑for‑like 7‑seater courtesy vehicle comparable to our XC90.A plug‑in hybrid or fully electric courtesy vehicle so that we are not financially penalised.Weekly updates regarding repair statusAn expected date of completion of work after discussing with your supplierAs an authorised Volvo franchise, you should reasonably have access to suitable XC90 vehicles within your network. The continued failure to provide an appropriate courtesy vehicle is not reasonable.Please treat this letter as a formal escalation. If we do not receive a full written response addressing all points above, we will refer this matter to the Motor Ombudsman without further notice. Although Volvo UK has also been copied into this correspondence, a separate complaint will be raised with them regarding the unacceptable delay in procurement of the parts.We expect your final written response promptly. All communication regarding this complaint must be provided in writing so it can be forwarded to the Ombudsman if required."Also specifically asked for the following:· 1. Written confirmation of the ERAD part number and Volvo backorder reference.· 2. Confirmation that the case has been escalated to Volvo UK for prioritisation.Email from Volvo on 11/05"I have just been told you part for the ERAD has arrived this morning, I am just waiting for the workshop controller to give me an idea of when we can now get this in the workshop. Once I have an idea, I will let you know."We received the car back after the repair. However, within a few days we noticed the jerk when transferring from electric to petrol, if anything slightly more prominent.An email was sent to Volvo Stockport:"We are still waiting to hear back from you regarding the poor workmanship on the third-row seat.Since the ERAD has been repaired, we have also noticed a significant jerk when the car shifts from electric to petrol. This was not the case when the ERAD was functioning well. We never had this issue after the last ERAD repair. We feel something has not been done properly here. Once again, we request that you arrange a test drive with one of your mechanics, so we can demonstrate this to them. I will be very grateful if you could kindly put things right before escalating this complaint further.I also sent an email a few days back regarding the following information to escalate the complaint to the Ombudsman with regard to the very long delay in repair. I am still waiting to hear back from you. Failure to provide the required information will result in a new complaint against Volvo Lookers Stockport for failure to assist us in the complaint against the main Volvo dealer.Volvo UK has asked us to take up the matter with the authorised dealer. So unfortunately we are stuck in a difficult position and each party is blaming the other for the long delay.Now we are faced with a problem of a jerky shift when transferring from the electric to the petrol.I will be very grateful if you could kindly provide a reply.Failure to provide a reply will result in escalating this complaint to the Ombudsman without further notice.The lack of communication from Volvo Stockport seems to be on a different scale. I remember apologising for the delay in your last email; however, your apology does not seem to be translating into any meaningful action, as there has been further delay in your communication.Looking forward to hearing from you asap.In summary, main complaints are:1) Poor workmanship of repairing the third row seat - the seat is in a worse condition that before the repair2) There is a noticeable jerk when the car is shifting from electric to petrol - this was not the case when the ERAD was functioning. Only came on after the repair.3) I have asked for the following documents with regarding progressing with our complaint to the Ombudsman: (Please refer to my email dated 15/05/2026)- ERAD part number ordered — including confirmation of the exact revision (e.g., Gen1, Gen2, Gen3, remanufactured, refurbished).- Volvo backorder reference number — the official Volvo logistics reference for the ERAD order.- Date the ERAD part was ordered — the precise date the order was placed with Volvo.- All ETA updates received from Volvo — including any “no ETA provided” or “awaiting allocation” responses.- Confirmation of escalation to Volvo Technical / Parts Team — including case reference numbers and dates of escalation.- Workshop job card and diagnostic report — confirming the ERAD failure and the vehicle’s current condition.- Full repair history of previous ERAD replacements — including dates, mileage, part numbers, and warranty/goodwill details.I hope you have fitted the original parts rather than a refurbished product, and that you have carried out the necessary calibrations following the ERAD repair.If we do not hear back from you, I will take up the matter with another Volvo Dealership and ask them to run an independent report on the work carried out, including the shoddy work on the third row seat. However, I sincerely hope we won't have to go down this route.If we do not get a response within the next 48 hours, we will presume you have no interest in resolving this matter and will take it up with the Ombudsman and contact another independent Volvo dealer to review and rectify the work. Any work carried out as part of this remedial work will become part of the complaint to the Ombudsman."The service manager arranged a visit from a master technician. However, none of the specific questions regarding the ERAD was addressed.The Master technician came for a test drive and witnessed the fault.Arranged the car to go back in on 17th of June with a 3 day courtesy car bookedI sent a photograph of the existing ERAD to service manager on 14th of June asking why the ERAD is looking as if only part of it is replaced?On 16th June got a call from Volvo Confirming appointment for the ERAD repair17th morning around 8:45am - got a call from Volvo informing me that the appointment was cancelled as the courtesy car was wrongly booked for 1 day instead of 3 days and has been rebooked for 13th of July. However, I have to point out that we got no formal notification of this appointment apart from the verbal message over the phone. It was a little bit unusual, as most of the booking appointment does tend to be followed through an email.I sent an email on the 17th of June explaining the situation and my disappointment with this cancellation at short notice. I was not convinced about the lack of courtesy car as a valid reason to cancel a repair at such short notice.At this point I have lost all faith in Lookers Volvo Stockport, and decided to commission an Ombudsman Approved Independent Inspectors to inspect the work and clarify whether Volvo Stockport has genuinely done the repair work as mentioned and invoiced as with a goodwill contribution from Volvo UK.Where do I stand at present - waiting for the formal vehicle report.I am sincerely hoping a brand like Volvo, who prides itself in safety would do anything that would put its customers and other road users in danger.I have clearly stated to Lookers Volvo Stockport that my preferred route is to solve this at a Branch level with more long-term, robust solutions to the repeated ERAD failures. Failure to engage from the Branch level will inevitably result in escalation to Lookers Motor Group/Volvo UK and the Ombudsman, supported by the Independent Report. I genuinely hope we can come to an amicable agreement.

************* For the record, this email was sent today 6/7/2026 to Volvo Stockport**************I am writing to follow up on my letter dated 17 June 2026, in which I set out my concerns regarding the cancellation of my appointment on 17 June 2026 and the ongoing, unresolved issue with the ERAD on my vehicle.To date, I have received no written response, despite that letter being copied to you. Given the seriousness of the matter and the history of delays already documented, I find this lack of engagement concerning.For clarity, we have not copied this email to Volvo UK or Lookers Motor Group. We are doing so deliberately to give you a genuine opportunity to resolve this matter directly and at branch level before we take further steps.I would appreciate a substantive written response addressing the points raised in my original letter, including:1) Confirmation of the reason for the last-minute cancellation of the 17 June appointment.2) Clarification on why the courtesy car booking discrepancy was not identified or communicated during the confirmation call on the evening of 16 June.3) An update on how you intend to resolve the recurring ERAD fault, which has now persisted through three separate replacements.For the record: a photograph of the replaced ERAD was sent to both yourselves and Volvo UK. We had clearly stated that the car had ongoing juddering while driving. No one we have raised this with has advised against driving the car since it was returned to us. We can only presume you currently consider the car safe to drive.We note that a Volvo Stockport technician accompanied us on a test drive to diagnose the fault on 8 June. We were told it was safe to drive the car. We trust that had there been any safety concern, you would have advised us not to use the vehicle.Prior to the ERAD motor and transmission being replaced, we specifically asked on 12 January: "Could your technicians confirm whether it is safe to drive the car with the current fault, or is repairing an absolute must?" ***********, Aftersales Manager, replied on 13 January: "In relation to the urgency, it is difficult to predict how long the current component will continue to function. Unfortunately, the condition will not improve over time, and should the part fail completely, this would likely result in a roadside breakdown. For this reason, we do recommend repair when possible." (Case ID: 04356006.)We can further confirm that we have now formally commissioned an independent, Motor Ombudsman-certified engineer to inspect the vehicle and this repair specifically. A copy of the paid invoice is attached for your reference. The inspection went ahead on 25/06/2026, and his written report is expected by the end of next week and will be shared with you once received.Please treat this as a formal request for a response within 5 working days of this email, by no later than 13 July 2026. If we do not receive a substantive reply within that time, we will proceed on the basis that this matter cannot be resolved at a branch level, and will rely on the independent engineer's report in submitting a formal complaint to Lookers Motor Group and Volvo UK, and if necessary to the Motor Ombudsman, without further notice.We would prefer to resolve this matter directly and amicably, but we are not prepared to let it continue indefinitely without acknowledgement.We look forward to your prompt response.Thank you for your attention to this matter.Sincerely,Copy of paid invoice (independent engineer inspection) was attached to the email**************Copy of Email sent to Volvo Stockport on 17/06/2026 - No acknowledgement or response to this email******************I hope this message finds you well. I am writing to express my concerns regarding the recent cancellation of my appointment with Volvo Stockport to address the ERAD issue, originally scheduled for this morning (17th of June 2026).You kindly arranged to meet with us last week Monday (8th of June). Your master technician booked us for the 17th of June for the repair and a courtesy car was booked for 3 days. Despite this arrangement, I received a call from Volvo Stockport this morning (17th of June) informing me that the appointment had been cancelled due to the courtesy car being booked for only 1 day instead of 3. The person who called me graciously rebooked me for the 13th of July, but I find it hard to believe this issue was realised at the last minute. We received a call from Volvo Stockport the evening prior (16th June) to confirm our appointment, with no mention of any issues regarding the courtesy car.It seems we were given no option but a unilateral cancellation of the scheduled appointment. Unfortunately, I feel that communication with Volvo Stockport has broken down beyond repair.This situation leaves me with little choice other than to:1) Engage an independent Ombudsman-certified engineer to review the work performed by Volvo Stockport to ensure it meets a high standard and that the ERAD has indeed been replaced as quoted. When we were informed that the ERAD would be replaced, the initial quote was approximately £8,000. Thanks to discounts and contributions from Volvo UK, the amount was reduced to £3,000, which we genuinely appreciate. This reduction was feasible because the car had been fully serviced by Volvo and had experienced two previous ERAD failures.2) Seek clarity on the real reason for the cancellation of an appointment made well in advance. Is it acceptable for the dealer to cancel the appointment citing the courtesy car's unavailability? Did the dealer explore any alternative options for providing a courtesy car given this oversight in booking from the dealer's side? I was left with no choice but to accept the new appointment on the 13th of July.I am still awaiting any written confirmation regarding this situation, and I do not expect to hear back from Volvo Stockport, as communication has been sparse.For your reference, I have copied Volvo UK in this email along with a photograph of the replaced ERAD, which I believe they are already aware of.To summarise:1) The original order for the ERAD replacement was placed on the 13th of January.2) After a lengthy delay and numerous follow-ups, during which I was informed that only some parts had arrived, I reached out to Volvo UK for assistance. As I was preparing to escalate the matter to the Ombudsman, I received a surprising email from Volvo Stockport confirming that the part had finally arrived.3) After the repair work was completed, the original issue persisted.5) I escalated the matter further, citing the ongoing issue with the ERAD with Volvo Stockport4) On the 8th of June, you kindly arranged for your master technician to accompany us on a diagnostic ride-along. He experienced the issue firsthand multiple times (persisting jolting when switching from Electric to Petrol). He was very helpful in booking the appointment for the 17th of June and a courtesy car for 3 days, as previously mentioned.5) The evening of the 16th, we received a confirmation call about our appointment.6) This morning (17th of June) , at 8:40, I received another call from Volvo Stockport stating that the appointment had been cancelled due to the courtesy car's unavailability.Finally , I am attaching a picture of the replaced ERAD unit to ensure that this work can be reviewed by Volvo UK technicians and confirm that it aligns with what was authorised for repair by Volvo Stockport.As it stands, I feel caught between Volvo UK and Volvo Stockport, with all trust in the process diminished. While I understand Volvo UK has contributed towards the repair, I must highlight that this is now the third time the ERAD has been replaced, and the problem continues to persist, potentially even worse than before.Once I obtain the full report from the independent engineer, I will submit it to the Ombudsman along with their findings.Despite my gratitude for your assistance thus far, it appears we are not progressing towards a resolution. I wanted to clearly lay out the facts so you are aware of my next steps.Thank you for your attention to this matter.

Dear Service Manager,I am writing to express my disappointment with the level of service I have repeatedly received from Volvo Stockport.This is now the second time I have been promised a courtesy car when booking my vehicle in for service, only to be informed the day before my appointment, or even at the time of the appointment, that no courtesy car is available. If a courtesy vehicle cannot be guaranteed, this should be made clear when the booking is made, not at the last minute when I have already arranged my day around your commitment.In addition, despite my vehicle being serviced by your dealership on multiple occasions, it has never been cleaned. A complimentary wash and vacuum is a basic expectation from a premium brand such as Volvo, yet this has consistently been overlooked.The latest booking confirmation simply confirms my appointment, but once again I have had to deal with the inconvenience of the promised courtesy car not being available.As a Volvo customer, I expect a level of service that reflects the reputation of the brand. Unfortunately, my experiences with Volvo Stockport have consistently fallen well below that standard.I would appreciate:* An explanation as to why courtesy cars continue to be promised and then withdrawn at the last minute.* Assurance that future bookings will only include a courtesy car if one has actually been reserved.* An explanation as to why my vehicle is never returned cleaned after servicing.* Details of what steps will be taken to improve the customer experience going forward.I hope this complaint will be taken seriously, as I should not have to repeatedly chase or rearrange my plans because commitments made by your service department are not honoured.I look forward to your response.

Ordered a Brand new volvo V60 from Lookers Stockport .. Communication from ordering was poor asked questions though email which some was ingnored or took days to get back to me .. When new car arrived it had a broken parcel shelf, chip on door and scratch on boot . I emailed 2 people from Lookers within 2 hours of picking car up no response .. waited few days and phoned them to be told that they had the emails and passed on to new car dept and would get back ... its a week now still nothing .. This was a brand new car factory order and not what i expected from volvo

I booked to have my car fixed after a recall for my battery. I booked weeks ago and had a call from the repairs team to confirm the booking twice on Monday. Today is Tuesday and I turned up at 8am to be told you don’t have any batteries to replace my battery, no equipment to actually do the job and so on. It’s a joke. I came up from London to take my mums car (she is 78) and spoke to the manager who told me he would pay for my travel and send me anEmail today. No idea when it can be booked in but when it is he will offer a complimentary car - originally I was told it’s a one day job and now it’s many days and no idea how long it will take. Of course my day was wasted. Of course the manager didn’t email me. Of course my mum is driving a substandard car due to this issue for 6 months already with no end in sight and she has only had the car 18 months! I am exhausted calling you. I also wanted a quote for a repair but despite booking this in as well the manager says he doesn’t have anyway to give a quote! I have never heard such issues at a repair shop! Why was I called in (twice) when you have no batteries. Why did the manager not do what he said he would. I would like to know timings for the repair and I need a like for like car as a temp car to give to my mum and I want money for my train journey from London.

Hi,We have had repeated poor service when trying to book our car in for a recall. At first it was incorrectly booked in for last Friday (26th June) as the person who booked originally didn't realise the recall was a two day job. We were only told on the morning that this was cancelled even though you'd known about it since booking weeks before. We had taken time off work for this which was wasted.Then we were offered July 1st or 17th August. But 1st July didn't suit our work and also you couldn't offer a courtesy car, which was a real problem as we travel for work.Then in another conversation yesterday, (with somone named Nadina) we were told we can now have 23rd July. This is a Thursday but we understood from a previous conversation that you only do these recalls on Mondays or Wednesdays. So now we call back another time to confirm this and the person we spoke to didn't know and couldn't help.So all in in all, it's been a confusing mess caused entirely by unknowledgable or incompetent staff at Lookers Volvo and we still don't know if we're definitely booked in correctly for this recall.We need to know today, as if not, we'll have to try and make 1st July which is tomorrow.All we want is for someone who's compentent and understands what's required for this recall to call and book us in with access to a courtesy car.

After a frustrating year of problems with our car, we'd like a refund for the vehicle. As I cannot send you an email, I have uploaded our full letter here -> https://u.pcloud.link/publink/show?code=XZrnF35ZCkfq6u41YWL8JApYy6WveF6bFaUXWe'll also send this to any contacts we have at the dealership, and will be forwarding to the Motor Ombudsman (we have an open case with them) and to the finance company, as they both have an interest in the resolution of this case too.

Due to holiday commitments I enquired via the telephone as to the service timings for our Volvos first service at 6,000 miles.I was instructed by the lady from the service dept that over by a month is reasonable, so I booked my service for the 23rd June 2026 at 10am and a maximum wait time of 2 hours, she also explained that the first service would be around the £230 mark, all good...also received an email confirmation dated 6th May 2026.So to my surprise when I turned up with the car on the 23rd June I was instructed that it wasn't on the list of work for that day, however, it was booked in for 23rd December 2026 for some reason, I was further told that it was discussed a few days earlier regarding that timescale, I wasn't contacted at all regarding the date or anything to do with the service I was gobsmacked and a little worried about the professionalism of the way it was handled .The guy who looked into it asked the service manager if it could be done today, he promptly responded to "of course it can", I was relieved as I had travelled over an hour in the traffic to get to what appointment I made on the 6th May, must admit I was served with courtesy, however, no apology regarding the booking and how in this day the booking was so far out, and why nobody contacted me. Hate to carry on, however, from arrival to picking my car up was 4 hours not 2 quoted, and the cost was £350 nowhere near the quote I expected, and I am not complaining about that, its the whole booking procedure, confirmation and finally leaving the dealership left me angry as I have owned 3 Volvos since 2019, always used yourselves and not had any issues to note until now...I would like to know how Lookers got this so wrong from cradle to grave and left a customer wanting to travel further afield to get my next service done and of course any warranty work completed,Certainly would like a response regarding this matter, and how it could go so wrong, and of course no apology from the service manager at all...

Enquired TWICE with the service desk for a quote to replace both rear wheel bearings on my 2015 XC60. Each time they ‘promised’ to get back to me with the quote.NO ONE bothered either time.I’m due to replace my XC60 for a new one being that the car is on 152,000 miles…..from this experience of your aftersales /service desk …..where I’m actually trying to give you business ……I will not be purchasing it from the Lookers Group especially Volvo Stockport.I shouldn’t have had to chase it up the first time….never mind you not replying after the second call.Your service desk really needs sorting out…..it’s terrible.Won’t be back for any service work or new car purchase.

Dear Service Manager,I am writing to raise a formal complaint regarding my recent service experience at Lookers Volvo Stockport concerning my Volvo XC90, registration number V90 AEB.The purpose of this email is not simply to question the amount I was charged. Rather, I am concerned by the inconsistent and contradictory information I received from your dealership regarding a service that is actively advertised on the Lookers website and which I specifically requested when making my booking.I first became aware of the Volvo Essential Service through the following webpage:https://www.lookers.co.uk/volvo/servicing-and-parts/essential-serviceThe webpage clearly advertises a Volvo Essential Service at a fixed price of £175 for vehicles over four years old. Based on the information provided on your website, I believed that my vehicle was eligible for this service and therefore decided to make an enquiry.Before booking, I telephoned the dealership to confirm whether the service advertised on your website was available. During that conversation, I was informed that it was available. Having received this confirmation, I intended to proceed with the booking.Some time later, I happened to be passing Lookers Volvo Stockport and decided to visit the dealership in person. While there, I spoke with a receptionist and specifically asked about the £175 Volvo Essential Service advertised on your website. To my surprise, I was told that she did not know what I was referring to and that the dealership did not offer such a service.This immediately caused confusion because it directly contradicted both the information published on the Lookers website and the information I had previously received over the telephone. As a result, I left the dealership without making a booking because I was unsure whether the service actually existed.After returning home, I checked the Lookers website again to ensure that I had not misunderstood the offer. The service was still clearly advertised online. I therefore contacted the dealership once more and specifically asked about the £175 Essential Service. Once again, I was informed that the service was available. Based on that confirmation, I proceeded with the booking.Given the circumstances, I believed that I had booked the £175 Volvo Essential Service that had been advertised online and confirmed during my telephone enquiry.However, when I later collected my vehicle following the service appointment, I was presented with an invoice for £250. The invoice states that the work carried out was an "Original Service - £250."This was the first time that I became aware that the booking appeared to relate to a different service from the one I had specifically enquired about and believed I had booked.When collecting the vehicle, I raised this issue with a member of staff and referred to the £175 Essential Service advertised on the Lookers website. Unfortunately, I did not receive a clear explanation as to why I had been charged for a different service. I left the dealership feeling uncertain about what had actually been booked, what service had been performed, and why the advertised Essential Service did not appear to have been applied.To be clear, my primary concern is not simply the £75 difference between £175 and £250.My concern is that throughout this process I received conflicting information from different members of staff regarding a service that is publicly advertised by Lookers. As a customer, I should be able to rely upon information provided on the company's website and information given by dealership staff when making a booking decision.The sequence of events has left me with several unanswered questions:1. Is the £175 Volvo Essential Service advertised on the Lookers website available through Lookers Volvo Stockport?2. If the service is available, why was I informed in person that the dealership did not offer such a service?3. If the service is not available, why does the Lookers website continue to advertise it?4. Why was I led to believe that I had booked the £175 Essential Service but subsequently invoiced for an Original Service costing £250?5. Was my booking changed or upgraded at any stage, and if so, when was this done and who authorised the change?6. Why was I not informed in advance that a different service package would be carried out?I would appreciate it if this matter could be investigated thoroughly, including a review of any booking records, service records, and any notes associated with my enquiry and booking.I believe that customers should receive clear and consistent information when arranging vehicle servicing, particularly where a specific service package is advertised at a fixed price. The experience I encountered does not appear to meet that standard, and I would therefore welcome a full explanation of what occurred in my case.I have retained a copy of the website advertisement together with my service invoice and can provide both should they be required as part of your investigation.I look forward to receiving your response and a clarification of this matter.Yours sincerely,WaseemVehicle Registration: V90 AEBInvoice Number: 6647Muhammad Waseem